Call Center Etiquette 101: How To Deliver Quality Service

Always press 1, never get in to altercations or tirades with customers. Etiquette is paramount in call center operations.
Always press 1, never get in to altercations or tirades with customers. Etiquette is paramount in call center operations.

What are some of the important things to do and not do in the virtual call center…sadly this is a subject that is rarely discussed. Etiquette is essential to delivering quality customer service. However, many call center agents and representatives seem to forget the importance of being polite, courteous and observing decorum. Although, self-help desks may be a great complement to a virtual call center. Peer to peer interaction will never be fully extinct and it is important to remember these few notions when hopping on the horn in the call center: Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.

  • Never Use Profane Language – This is absolutely unacceptable. Even if the customer is disgruntled and using profane words themselves, hold your tongue back and let them vent. The frustration and aggression has probably been stewing for some time and has nothing to do with you. Remember this and keep calm, in the end it will only help you.
  • Never Raise Your Voice – The best way to calm an aggressor is to talk to them in a docile and soft tone. Doing this will naturally clam the aggravated customer in an uncanny way. Raising your voice will only escalate matters and lead to a blow out where the reason for conflict is soon forgotten. Maintaining composure can lead to a unprecedented resolution.

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Interactive Decision Tree